K1000: Reopen Ticket Rule

I created a custom ticket rule based on the default Reopen rule to only reopen tickets if they have been closed for less than 7 days to prevent people from opening older tickets. That seemed to create problems and wasn't functioning correctly. Here is the SQL for that custom rule:

select distinct HD_TICKET.ID, HD_TICKET.OWNER_ID as OWNER_ID, HD_TICKET.ID as TICKNUM, HD_TICKET.TITLE, HD_STATUS.NAME AS STATUS_NAME, HD_STATUS.STATE as STATE, OWNER.USER_NAME as OWNER_NAME, OWNER.FULL_NAME as OWNER_FULLNAME, OWNER.EMAIL as OWNER_EMAIL, UPDATER.USER_NAME as UPDATERNAME, UPDATER.EMAIL as UPDATEREMAIL from (HD_TICKET, HD_STATUS) left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID and HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING' and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT' and HD_STATUS.STATE = 'closed' and (UPDATER.ID != OWNER.ID or OWNER.ID is NULL) and DESCRIPTION NOT LIKE '%Changed Ticket Machine from "%" to %Unassigned%' and DESCRIPTION NOT LIKE '%Changed Ticket Submitter from "%" to Unassigned%' and COMMENT NOT LIKE '%Machine % was deleted%' and COMMENT NOT LIKE 'User % was deleted%' and DATEDIFF(NOW(), HD_TICKET_CHANGE.TIMESTAMP) < 7

So I went back to the built in rule, but now whenever a user emails in response to a closed ticket even on the same day it creates a new ticket instead of moving the closed ticket to Reopened. I can't figure out why it's doing that. Any help or ideas?

Comments

UPDATE: If I add a comment to a closed work order when logged in to help desk, then it automatically reopens. Emailed responses create a new work order. Not sure if that helps troubleshooting the problem.